Manage Agent Groups in UC

UC Administrators only.

The Agents page allows UC Administrators to monitor and manage agent groups.

They can:

• View storm UC agent groups 
• Assign agents and other agent groups (both UC and CONDUCTOR) to UC agent groups
• Change whether or not assigned agents attend the agent group (opt-in to it). This feature is only available if the agent group allows opt-out, and is dependent on user rights.
• View supervisor users
• Assign agent groups to supervisors

View UC Agent Groups

1. Navigate to Agents > Agent Groups.

Any existing storm UC agent groups are displayed and you can use the search field to filter the list.

The fields are described in the table below.

Field or Option	Description
Name	The name of the agent group.
Group Members	The number of members assigned to the agent group and the type of member. Apart from agents, group members could include nested groups (other agent groups assigned to the agent group) and anonymous agents (typically agents in third-party call centres).

2. To see individual group members, click on the Down Arrow  next to the agent group you want to view.

Assign Agents and Other Agent Groups to UC Agent Groups

1. Navigate to Agents > Agent Groups.
2. Click the Actions   button next to the agent group you will be assigning to, followed by the Assign to Agent Group option.

3. To assign agent groups, click the Agent Groups drop-down list and select the required groups (clearing a check box unassigns the agent from the group).
4. To assign anonymous agent groups (where present), click the Anonymous Agent Groups drop-down list and and select the required groups.
5. To assign individual agents, click the Agents drop-down list and and select the required agents.
6. To specify the assigned agents from step 5 as attending the agent group, click the Attending Agent drop-down list, optionally search for agents, and select the required agents. To select all agents, click the Attending Agent check box, or to specify all agents as not attending the group, clear the Agent check box.

Note: for all of the above, agents/agent groups which are not in your access profile are visible but disabled. 

7. Click the Assign to Agent Group button at the bottom of the page.